FAQS

There are 2 options to update your Civil ID:
1. At Our Branches:
Visit your nearest Al Mulla Exchange branch with your Civil ID, where our staff will assist you in completing the process efficiently.

2. Through Our Mobile App:
When you log in, you will see an alert to update your Civil ID. Tap Proceed and choose one of the following:
Option 1: Update via Kuwait Mobile App (Recommended)
Step 1: Select Proceed via Kuwait Mobile App
Step 2: Approve the PACI notification in your Kuwait Mobile App
Step 3: Your Civil ID will be updated automatically

If you are not receiving the PACI notification from Kuwait Mobile ID, please do the following below :
Step 1: Make sure the Kuwait Mobile App is installed
Step 2: Enable app notifications
Step 3: Ensure your mobile number matches to the one in the Kuwait Mobile App.

If the issue continues, use the Manual Update option.
Option 2: Manual Update
Step 1: Select Proceed Manually
Step 2: Upload your renewed Civil ID (front and back)
Step 3: Submit for review
Step 4: After verification, your Civil ID will be updated in our records

Yes, you can download a receipt for your past transactions through the Al Mulla Exchange App or Website.
Download a Receipt through our Application:
Step 1: Log in to your Al Mulla Exchange App
Step 2: Go to "My Previous Transactions."
Step 3: Select the transaction for which you need a receipt.
Step 4: Click on the “Download Receipt” button.
Download a Receipt through our Website:
Step 1: Go to the Al Mulla Exchange Website
Step 2: On the top right of the screen, click on the “Send Money” button
Step 3: Go to "My Transactions."
Step 4: Select the transaction for which you need the receipt.
Step 5: Then click on the receipt icon under the view section.
Online Request: For online transactions, you can also email us from your registered email at online@almullaexchange.com

Step 1: Send "Hi" to 1840123 on WhatsApp.
Step 2: Select "Get transaction details, Status/Receipt" from the menu.
Step 3: Choose "Last trxn receipt" for an instant copy.

If the transaction fails but the amount is deducted from your K-Net account, the refund gets processed by Al Mulla Exchange automatically. It usually takes 24 to 48 working hours for the money to show in your account, depending on your bank’s process.
If the money has still not appeared in your account even after 48 hours, please contact your bank directly for an update.

If the amount has not been credited to the beneficiary’s account, you can request a cancellation by visiting any of the Al Mulla Exchange branches. All you have to bring is just your Civil ID and the transaction receipt.
After the cancellation request is submitted, the refund will be processed. The time it takes may vary depending on your bank’s process. Our branch team will guide with everything needed. For any questions, feel free to Call or WhatsApp us at 1840123

Online Request: For online transactions, please email online@almullaexchange.com from your registered email ID with your transaction details and reason for cancellation, and our support team will reply back to you and guide you through the cancellation.

Usually, your beneficiary receives the full amount. However, a small processing fee may be deducted by some banks depending upon the destination country and the remitting currency. Please note that these are charged by the receiving bank and not by Al Mulla Exchange.
If you want to know the exact fees for your money transfer, kindly click here and choose the country for which you want to see the fees, or feel free to contact our support team at 1840123

At branches: No limit
In the App (Online): Up to 3 per day (maximum 2 to the same beneficiary). Weekly limit: 7 transactions; Monthly limit: 15 transactions.

At Branches:
• No daily limit. However, cash transactions are capped at KWD 1,000 per transaction.
Al Mulla Exchange App or Website:
• Existing beneficiary: Up to KWD 10,000 per transaction.
• New beneficiary: First transaction is limited to KWD 5,000.
• If you're paying via K-net, the limit is KWD 10,000 per transaction.

If you wish to transfer more than KWD 10,000 in a single transaction, please visit one of our branches. For more details, please contact us via Call or WhatsApp 1840123.

You can get the IFSC code/swift code online. However, it is always recommended to confirm it with your bank.

No. Credit cards are not accepted as a payment method at our branches or online platforms. However, we accept Apple Pay, Debit Cards or K-net cards issued by banks in Kuwait.

Commission charges vary based on the service selected and the country that you are remitting to. For more details and the latest commission structure click here.

You can remit money through Al Mulla Exchange branches using either a valid Civil ID or a valid passport with a valid visa. If you are using your passport, the transfer limit is KWD 1,000 only.
For sending money through Al Mulla Exchange’s mobile application or website, a valid Civil ID is required.

To update your personal information, such as your Civil ID, Mobile Number, WhatsApp Number, or Email Address, you need to visit in person any Al Mulla Exchange branch.

You can also update your Civil ID through the Al Mulla Exchange app.

You can find your nearest branch using our website or mobile app.
For any queries, please contact us as we would be more than happy to assist you.

Most transfers are completed on time. However, in few cases, occasional delays can occur due to partner bank processing. But all such cases are under our constant monitoring. Please note that our team is working to get it processed as quickly and securely as possible.
Should you feel the need, just give us a Call at 1840123 as we will help you!

Through the App: Open the Al Mulla Exchange App, click on the "Branch" icon on the pre-login screen, and you’ll be able to find the closest branch with all the relevant details, including the address and operating hours. 
Google or Apple Maps: You can also search for "Al Mulla Exchange" on the maps application to get directions to the nearest branch.  
Customer Support: You can reach out to our customer support team via Call or WhatsApp 1840123. Our team will be very happy to assist you in finding the nearest branch based on your location.

The person who is sending/remitting must enter the following details of the beneficiary when making a bank transfer:
• Full name (as per their bank account or Official Identity Card of the Country)
• Bank name
• Bank account number
• Branch name (if required)
• Bank code used in that country (e.g., IFSC, SWIFT, or IBAN)
• Bank account type
• Beneficiary’s country and currency
• Your relationship to the beneficiary
If you're not sure which code is needed, contact us at 1840123 or visit any of our branches across Kuwait and we’ll guide you right away.

For Cash Pickup:
The beneficiary must provide:
• Full name (as per their ID card)
• Valid mobile number
• Bank Name

Mobile Wallet • Beneficiary’s Mobile Wallet Number (Mobile Number)
• Beneficiary’s Full Name

VISA Card Transfers • Beneficiary’s full name
• VISA Card number
• Bank name
• Country and currency details

Our branches are open daily from 8:00 a.m. to 10:00 p.m. Some branches have different hours. Please contact us on Call or WhatsApp 1840123 to confirm the exact hours of your nearest branch.

1. Send "Hi" to 1840123 on WhatsApp.
   
2. Call us on 1840123
   
3. Email: help@almullaexchange.com
   
4. If you prefer, you can also visit any of our branches across Kuwait for assistance.
   
5. Social Media: Follow us on Facebook, Instagram, Twitter, LinkedIn, YouTube, TikTok and Snapchat using the handle @almullaexchange.

You have a few options for unlocking your account.

1. Call our customer care at 1840123 and make a request to unlock your account.
   
2. Unlock through WhatsApp by sending a “Hi” at 1840123. Select "Unlock online account" then click on "Send".
   
3. Alternatively, you can visit any of our branches, and our team will assist them in unlocking the account.

You can check your transaction status by following this process:
Step 1: Log in to your Al Mulla Exchange App.
Step 2: Tap on 'My Previous Transactions' from the menu. 

Step 3: Select the relevant tab to view your transaction history (Remittance, FX Order or Pending)
Step 4: Scroll down to find the "Track Your Transaction" button, where you can check the real-time status of your transaction.

At Al Mulla Exchange, checking the latest exchange rates is quick and simple by using any of the following methods:
Website: Visit our website, and then search for your country, here you will be able to see the best exchange rates.

Mobile App: Download the Al Mulla Exchange App, In the Pre-Login Page, under the “Destination Country” section, select the country and enter the amount, the best available rate will appear just below.

WhatsApp: Send "Hi" to 1840123, then choose "Exchange Rate Inquiry" from the menu. You’ll receive the latest rates. If your country isn’t listed, just reply with either the 3-letter currency code (e.g., USD, INR) or the country name (e.g., United States, India) to get the real-time updates.

If you have never remitted through Al Mulla Exchange - follow these easy steps to register:

Step 1: Download the Al Mulla Exchange App and click ‘Sign Up’. 
Step 2: Enter your mobile number and verify it. using the OTP sent to you.
Step 3: Authenticate using Kuwait Mobile ID App. 
Step 4: Complete the Video KYC process.
Step 5: Fill in your personal details (Name, Address, etc.). 
Step 6: Set your login credentials (Username & Password). 
Step 7: Our team will verify your registration, and once approved, you can access our online services.

If you have transacted at an Al Mulla Exchange branch before but are using our app for the first time:  

Step 1: Download the Al Mulla Exchange App
Step 2: Click ‘Sign Up’.
Step 3: Choose the OTP destination on either of your credentials (Mobile Number, WhatsApp Number, Email ID)
Step 4: Set your login credentials (username and password)
Step 5: Start using our online services immediately.

For Existing Beneficiaries:
You can send up to KWD 10,000 per transaction, and you are allowed up to 3 transactions per day. However, you can only send 2 transactions per day to the same beneficiary.
For New Beneficiaries:
The first transaction limit is KWD 1,000. Once that amount is successfully credited, the limit increases automatically to KWD 10,000.
If you need to send more than KWD 10,000 in one transaction, you will need to visit our branches.

If you don’t have K-net, you still have these options:
Apple Pay –
For iOS users, you can complete the full transaction using Apple Pay within the app.
Follow these simple steps:

For an Existing Beneficiary:
Step 1: Open the Al Mulla Exchange App, log in, and tap “Send Money / Repeat Transaction.”
Step 2: Find the existing beneficiary, enter the amount and then tap on “Proceed.”
Step 3: On the payment summary (cart) screen, tap “Apple Pay” as your payment method.
Step 4: Authenticate the payment by double-clicking the side button on your iOS device.

For a New Beneficiary: Step 1: Open the Al Mulla Exchange App, log in, and tap “Send Money / Repeat Transaction.”
Step 2: Enter all the required beneficiary details and save.
Step 3: Enter all the transaction details such as Transfer Amount, Purpose of Tran saction, and the Correct Beneficiary Address
Step 4: You’ll be taken to the payment summary (cart) screen. Tap “Apple Pay” as your payment method.
Step 5: Authenticate the payment by double-clicking the side button on your iOS device.

Pay at Branch –
Create your remittance on the app, then visit any of our branches across Kuwait to make the payment. The branch will already have your transaction ready—you just need to pay.
Follow these simple steps:
Step 1: Open the Al Mulla Exchange App.
Step 2: Tap on “Send Money/ Repeat Transaction”.
Step 3: Select the beneficiary of your choice.
Step 4: Enter the amount and then tap on the “Proceed” button.
Step 5: You will now reach the My Cart section, scroll down and select Pay at Branch as your payment method.
Step 6: Your transaction request will now be successfully created.
Step 7: Visit your nearest Al Mulla Exchange branch to complete the payment.
Step 8: Take a screenshot of the Application ID and carry your Civil ID with you to the branch to complete the transaction.

If you're not sure where to go, tap on Locate Branch in the same section, or use the Locate Branch option on our app’s pre-login page.

Pay at Kiosk – Create your remittance on the app, then visit one of our kiosks across Kuwait to make the payment. The kiosk will already have your transaction ready—you just need to pay.
Follow these simple steps:
Step 1: Open the Al Mulla Exchange App.
Step 2: Tap on “Send Money/ Repeat Transaction”.
Step 3: Select the beneficiary of your choice.
Step 4: Enter the amount and then tap on the “Proceed” button.
Step 5: You will now reach the My Cart section, scroll down and select Pay at Kiosk as your payment method.
Step 6: Your transaction request will now be successfully created.
Step 7: To complete the payment:
a) Visit your nearest Al Mulla Exchange Kiosk.
b) Open the Al Mulla Exchange mobile app.
c) Click on the Scan QR Code icon.
d) On the kiosk screen, tap on “Pay Using QR Code”.
e) Use your phone to scan the QR code displayed on the kiosk.
f) You will be redirected to your Cart page to complete the payment.
Step 8: Take a screenshot of the Application ID and carry your Civil ID with you to the kiosk to complete the transaction.

If you're not sure where to go, tap on Locate Kiosk in the same section, If you have any questions, please feel free to contact us at 1840123.

Step 1: Open the Al Mulla Exchange App
Step 2: Tap on “Send Money/ Repeat Transaction”.
Step 3: Select your beneficiary, enter your amount and then tap on “Proceed.”
Step 3: Once done, you'll be taken to the payment summary (cart) screen.
Step 4: On the cart screen, tap on “Apple Pay” as your payment method.
Step 5: Authenticate the payment by double-clicking the side button on your iOS device.

Beneficiary details cannot be changed online. To make changes, please visit any branch or call us at 1840123, and our team will assist you.

If you've already completed a transaction and you notice an error in the beneficiary's name, the chances of making corrections depends on the type of transaction and destination country.
Incorrect beneficiary name for Western Union cash pick-up service can be amended except for transactions to Morocco, Lebanon, or Turkey.

To request a correction for eligible transactions:
Step 1) Visit any Al Mulla Exchange branch.
Step 2) Request a name amendment.
Step 3) Our team will forward the correction request to the respective service provider for approval and processing.

• For enquiry about eligibility details, please contact us at 1840123